Vivint Smart Home Security

January 9, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 26, Date of Addendum: July 1, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she recently attempted to cancel her Agreement with Vivint, but was advised that she had extended the term over the phone and would be unable to cancelMs [redacted] believes that she was misled regarding the extension, and she desires cancellation of the Agreement without penalty.At this time, Vivint agrees to cancel Ms***’s Agreement without penalty, effective immediately.Vivint’s records show that on May 26, 2011, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months However, Vivint spoke with Ms [redacted] regarding her alarm service on July 1, Ms [redacted] represented that she was interested in extending the term of her Agreement to keep her low monthly services fee Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms [redacted] agreed Indeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Although Ms [redacted] is within the extended term of her Agreement, Vivint agrees to the above resolution Ms [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, Date of Addendum: February 27, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreementMs [redacted] desires cancellation of her agreement without penalty.Vivint agrees to cancel Ms [redacted] ’s Agreement as requested with no penalty.Vivint’s records show that on August 28, 2009, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months As such, the initial term of the agreement lapsed on November 28, and continued month to month However, Vivint spoke with Ms [redacted] regarding her alarm service on February 27, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement Based upon this representation, Vivint offered a thirty-six (36) month extension to which Ms [redacted] agreed Indeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintDespite this information Vivint agrees to the above resolutionMs [redacted] ’s Agreement has been cancelled and she has no further contractual obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***

November 13, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 24, 2009 Date of Addendum: August... 21, 2017 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Ms. [redacted] ’s agreement with Vivint was cancelled on October 26, 2017.Vivint’s records show that on August 24, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. Vivint spoke with Ms. [redacted] regarding her alarm service on August 21, 2017. Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement. Based upon this representation, Vivint offered a forty-two (42) month extension in exchange for a Vivint Sky Control Panel free of charge to which Ms. [redacted] . Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. An appointment was scheduled for a Vivint technician to upgrade and install a Vivint Sky Control Panel on August 26, 2017; however due to the weather, this appointment was cancelled. Vivint did not hear from Ms. [redacted] again until October 23, 2017. Vivint’s records indicate that a refund in the amount of $146.10 is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted] after August 21, 2017.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

February 5, 2018RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 29, 2016 To Whom It May Concern:I have reviewed... the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she was misled by a Vivint representative regarding the term of her agreement, additionally she explains that she has experienced technical problems. Ms. [redacted] requests cancellation of her Agreement with no penalty. Vivint’s records indicate that prior to the installation of any equipment, Mr. Michael [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on April 29, 2016. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay a monthly monitoring fee of $60.99 each month during that term. Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. Eckoff’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. A Vivint technician visited Ms. [redacted] ’s home on January 30th to replace and repair Vivint equipment. Ms. [redacted] has not contacted Vivint regarding technical issues since that date.Cancellation of Ms. [redacted] ’s Agreement without penalty is not warranted at this time. Should she desire to cancel her account, her payoff amount would be $2317.62. In an effort to assist Ms. [redacted] Vivint is willing to reduce this amount by 40% to 1390.58. Alternately, Vivint is willing to reduce Ms. [redacted] ’s monthly rate by $10. If she is interested in either of these offers Vivint recommends that she contact Vivint’s Customer Loyalty department at (800) 216-5232 ext. 5020. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***

January 5, 2018RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 2012 To Whom It May Concern:I have reviewed the... information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. [redacted] in an attempt to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted] ’s satisfaction. If she has any further questions or concerns, she may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:The response does not address the real issue. The two times they allege they contacted me they did not leave messages. Due to telemarketers I do not answer toll free numbers. They also did not include the fact that I have contacted them numerous times and 2 of their agents promised quick action which has not happened. It appears the only way I can get customer service is to request cancellation and file a complaint with the BBB.The reason I request refund of payments and cancellation is because our system has never worked correctly and isn't working at all right now, that we can tell. So for nearly a year, they have not fulfilled their end of the contract and for several months refused my requests to send someone out.Also, Vivint alleges they tried to call me yesterday with no response. I did respond, today. They seem to expect immediate response, something they do not offer their customers. Sincerely, [redacted] ***

August 2, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] states that her five cameras will not work correctly despite upgrading her internet speedMs [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) and a refund of all monies paid to VivintVivint’s records indicate that a refund of all monies paid to Vivint has been sent to Ms [redacted] via the same method of payment that it came fromMs [redacted] will receive this refund in seven to ten business daysAn appointment to have Ms [redacted] ’s alarm system removed is scheduled for August 9, Ms [redacted] ’s Agreement will be cancelled when the system has been removed from her homeVivint believes this matter will be resolved upon the removal of Ms [redacted] ’s alarm systemIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 10, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 31, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn her complaint Mr [redacted] alleges that he paid for two sensors, but never received the sensorsMr [redacted] desires the refund of charges.A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsA Vivint’s records indicate that a credit in the amount of $ [redacted] to Mr [redacted] billing accountIf Mr [redacted] requires further assistance, he may contact Vivint at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

August 1, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr [redacted] may contact Vivint’s representative if he has any additional questions or requests.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because of:Blatant disregard and gross negligenceFirst off, we are a businessYou mentioned a breto our "home" timesIt seems hard for Vivint to honestly and accurately respond to inquiries because they have no idea what is even going on or who they are talking toAdditionally some dates were mentioned about the sand the reported bredate, seems you were trying and prove something or that we are being dishonest, or that the system did not fail days later? Well it didSee, yet again you have NO idea who your customer isWe have locations that were all setup within the same monthWhen you pulled up your special records it was probably for a different store that was just set up.And lastly, again you do not know your customer or the fact that we do not have a monthly service fee on the equipmentWe purchased all units upfront in cashWe want a refund for all As mentioned before and maybe you will get itWe are a businessAny further disruption to our company will cause us to have our legal team pursue Vivint for gross negligence Sincerely, [redacted] ***

January 11, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 9, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he did not sign a contract with Vivint and is requesting that the contract be voided.At this time, Mr [redacted] has ten months remaining on his account and is not eligible for cancellation.Vivint’s records indicate that on May 9, 2015, Mr [redacted] signed a Purchase and Service Agreement with an initial term of forty-two (42) monthsAs such, his account will be eligible for cancellation on November 9, If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 15, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s response she explains that she was never contacted by Vivint to resolve this issue and that she had received the refund spoken about in the original complaint but that she would like Vivint to put her old system back in her home.Vivint’s records indicate that a Vivint representative contacted Ms [redacted] via the email address she provided in her complaint on August 8, Regarding the old equipment in Ms [redacted] ’s home; at the end of the contract that equipment became the property of the homeowner to do with as they pleaseAt this time the equipment remains the responsibility of the homeownerMs [redacted] may contact the Vivint representative that reached out to her directly if she has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 14, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’ satisfactionIf he had any further questions or concerns, he may contact Vivint’s representative directlyIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

February 13, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 10, To Whom It May Concern:In her rebuttal, Ms [redacted] states that this matter has not been resolved because she received a statement from Vivint from 1/24/which shows that she owes $593.30, and she believes that her bank has not been reimbursed for the payment Vivint attempted to collect on 1/5/in the amount of $600.30.Vivint confirms that an invoice was automatically mailed on January 24, which showed that, as of that date, the balance due was $(this is because the attempted payment of $had been returned to the bank on January 23, 2018) However, on January 25, 2018, Vivint applied a credit to the billing account to zero out that balance I have included with this response a copy of Vivint’s records which show the current balance of Ms [redacted] ’s billing accountDue to the additional credit applied to the account to cover any bank fees, Ms [redacted] did not have to pay February’s service fee, and there is still a credit of $on the account to cover some of March’s service fee.Again, Vivint’s records show that the full payment of $was returned to Ms [redacted] ’s bank by Vivint on January 23, Ms [redacted] has been advised that she may provide a copy of her bank statement for review if she believes that it shows differently.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Duane F [redacted] Vivint Account #: [redacted] Date of Agreement: July 07, To Whom It May Concern:I have reviewed the information provided by MrF [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrF [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MrF [redacted] ’ satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

January 15, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 27, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges he recently cancelled his Agreement with Vivint, but Vivint continues to charge him for the serviceMr [redacted] desires a refund of his final payment of $34.99.After further review, Vivint’s records show that Mr***’s agreement with Vivint has been cancelled since December 28, and he has no further contractual obligation to VivintMr [redacted] was setup with automatic payment to be withdrawn on the 25thMr***’s final payment was withdrawn on December 26, 2015, although this charge is valid Vivint has agreed to refund this back to himA total of $was refunded back to Mr***’s checking accountIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

September 23, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she was misled by Vivint regarding the terms of her agreement, and was given an extended trial periodMs [redacted] desires cancellation of her agreement without penalty, and a refund of payments made to VivintVivint’s records show that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that termMs [redacted] ’s trial period ended on May 24, Ms [redacted] contacted Vivint on June 28, 2012, to request cancellation of her accountMs [redacted] was informed she was under agreement, but she was given a credit to assist herVivint’s records further show that Ms [redacted] stopped making her monthly payments after August As such, the account was cancelled for non-payment on November 30, 2013, and was sold to an outside collections agency Ms [redacted] must settle the balance of her account with this outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

November 9, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, 2014 To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was misled by a Vivint sales representative in regards to the term of her initial Agreement and Right of Rescission period. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of sixty (60) months. She also represented that she would pay a monthly monitoring fee of $53.99 each month, plus applicable taxes, during that term. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason, and this period is extended for elderly customers.Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after May 2017. As such, the account was cancelled for non-payment on September 28, 2017, and was sold to an outside collections agency. Ms. [redacted] must settle the balance of her account with this outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe company did what was right by me and are giving me all that was requested in my complaintThey also ensured me that they would work with the salesperson to keep this type of thing from happining again in the futureI am very happy with their reponse and resolution Sincerely, Brian S***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] P.SI have been contacted by VIVINT on more than one occasion regarding this matter and at this time am completely satisfied with their responseThe very next day VIVINT sent a technician to my home and he was not only very personable but completely fixed all problems I had with my system and to this day I have had no more issuesVIVINT has also contacted me directly and offered me a substantial discount for the next months to what I feel more than makes up for my inconveniences during the past yearAt this point in time I give VIVINT as a Company overall an A+Thank you for your help.Sincerely Frank Gashler